Workforce Efficiency Report

At a Glance

Before generating any report, you make three configuration decisions. Each one shapes what your data shows and how to interpret it.

What is the Workforce Efficiency Report

The Workforce Efficiency Report gives you a consolidated view of how your team's time is being logged, spent, and distributed across work activities. It pulls together attendance, productivity, and task data into a single, configurable view, so you can answer operational questions without switching between multiple dashboards.

The diagrams below show how each category sits within the overall hour hierarchy, presented across two views. Refer to the definition table that follows for a description of each term.

View A: Productivity Attribution

View B: Task Attribution

Term Definition (High Level)

A few relationships that often cause confusion:

• Active Hours + Away Hours + Idle Hours = Logged Hours
• Task Hours sit inside Active Hours; they represent active time that was explicitly attributed to a task, not a separate bucket.
• Billable Hours are always a subset of Task Hours. If a task is marked billable, the time logged against it appears in both columns (Task Hrs & Billable Hrs). If it is not marked billable, it appears in both columns (Task Hours and NonBillable).
• Productive, Unproductive, and Neutral Hours are also subsets of Active Hours, based on app/URL categorisation. A single block of active time can appear in Productive Hours and simultaneously in Task Hours if the employee was both on a productive app and had a task running.

Report Types

Report Type controls the granularity of your data. Choose based on the question you're trying to answer.

Aggregated: Attendance, Productivity, and Task Summary

Shows totals across the selected date range. Each row represents one employee’s summed hours across all working days in the period. This is the fastest way to assess team performance at a high level.

SAMPLE - AGGREGATED DATA: Within Shift Window Only (Last 7 Days)

SAMPLE - AGGREGATED DATA: Full Day (Last 7 Days)

Daily: Attendance, Productivity, and Task Summary

Shows one row per employee per day. Every day in the selected period appears separately, making it straightforward to investigate a specific date, track attendance patterns, or understand what drove a low-productivity day.

SAMPLE - DAILY DATA: Within Shift Window Only (Apr 21–25, 2025)

The full day report will include the same columns but will account for all hours from Day-Start to Day-End, encompassing the employee's entire logical workday. Pre-shift and post-shift activities will also be included in the report. As a result, this typically results in higher values across all hour columns when compared to the “Within Shifts Only” report.

Monthly Calendar View: Attendance, Productivity, and Task Summary

Shows each employee's logged hours across every calendar day of a selected month. The Monthly view does not show granular columns like Active Hrs, Task Hrs, or Billable Hrs; it is intentionally high-level and built for pattern recognition, not deep analysis.

SAMPLE - Monthly View: Apr, 2025 (Active Hrs per Day)

Key: WO = Weekly Off | L = Leave | H = Holiday

Shift Scope

Shift Scope determines which hours are counted when calculating all hour-based columns, including Logged Hours, Active Hours, Away Hours, Idle Hours, Productive Hours, Task Hours, Billable Hours, and more. It is one of the most impactful settings: the same employee can show noticeably different numbers depending on which option you choose.

Full Day:

Counts all hours from Day Start to Day End, covering the employee's complete logical workday. Pre-shift and post-shift activity is included. This typically results in higher values across all hour columns compared to Within Shifts Only.

💡 Pro Tip: Use Full Day when you want to capture total contribution regardless of when it happened. Particularly relevant for roles where flexible hours are the norm, or when billing clients for all hours worked rather than just shift hours.

Within Shift Window:

Counts only hours worked within the employee's scheduled shift window. Any activity before Shift Start or after Shift End is excluded from all hour columns, including Task Hours and Billable Hours. The Shift Start and Shift End columns remain visible for reference.

💡 Pro Tip: Use Shift Hours Only when shift adherence is what matters: contact centres, operations, and payroll calculations. Note that Productive Hrs, Task Hours and Billable Hours logged outside the shift window will not appear under this setting.

Side by Side Comparison:

The table below shows the same two employees under each Shift Scope setting. Note how Productive Hours, Task Hours, and Billable Hours all shift alongside Logged Hours:

Within Shift Window:

Full Day:

Priya’s Logged Hours increase from 55:00 to 62:00, her Productive Hours from 28:00 to 33:00, Task Hours from 20:00 to 24:00, and her Billable Hours from 12:30 to 15:00, all reflecting activity during the pre-shift hours that 'Within Shift Window' excludes.

Time Off Days

This setting determines whether non-working days are included in the report, and what additional information appears when they are. It also affects which days are included in the totals/averages.

Include Time Off Days

All days in the selected period are included: working days, leaves, holidays, and weekly offs. Two extra columns appear in the Aggregated view, and a Status column appears in the Daily view.

Aggregated View: Additional Columns

• Working Days: days the employee was actively working in the selected period
• Time Off Days: combined count of leave days, holidays, and weekly offs

Daily View: Status Column

Possible Status values: Working Day | Leave | Holiday | Weekly Off

Exclude Time Off Days

Only working days are included. Non-working days are omitted entirely; no rows or extra columns appear. Totals in the Aggregated view are calculated over working days only, which typically results in lower total values across all hour columns since non-working days are not included.

💡 Tip: Use Exclude Time Off Days when comparing performance across employees who took different amounts of leave during the same period; this ensures the totals reflect actual working days equally.

📌 Note: When running summaries for payroll or billing, Exclude Time Off Days + Within Shift Window gives you the cleanest view of billable and shift hours without non-working day noise.

Which Combination Should I Use?

Use the table below to match your goal to the right configuration. The Notes column explains the key tradeoff for each choice.

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Updated on: 28/04/2026